AccountId: 011433970860
ContactId: be7d3299-7e56-4eb2-8d65-86c1db32fea9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390019 ms
Total Talk Time (AGENT): 123835 ms
Total Talk Time (CUSTOMER): 243019 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/be7d3299-7e56-4eb2-8d65-86c1db32fea9_20250605T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Associated. Um, I have a question. I don't know. I had a number because I didn't really hear the option I needed. So I'm a broker and I have a client [PII]. The group number is 17934.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The employer cannot
[CUSTOMER][NEUTRAL] How do I say this? Can
[CUSTOMER][NEGATIVE] has not been able to get into the new website. She keeps having issues.
[CUSTOMER][NEUTRAL] To pay the invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know how we can go about setting up her login?
[CUSTOMER][NEGATIVE] She had it to the old portal, but for some reason in the new portal, it's, it's not recognizing her.
[AGENT][NEUTRAL] Um, let me pull up that group.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII] from Associated.
[AGENT][NEUTRAL] OK, and [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] my direct number.
[AGENT][NEUTRAL] OK, thank you. And then can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let's see, so.
[CUSTOMER][NEGATIVE] Yeah, so she sent me the error it says we can't seem to find your account.
[AGENT][NEUTRAL] And who is trying to do it?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, because we, so we only have one contact set up, um, and that's the person that's gonna have to do it, which is [PII].
[AGENT][NEUTRAL] And then uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They have to use the
[CUSTOMER][NEUTRAL] Yeah, I saw, I, I went in, I went into, um, the portal because I was able to register and go in. So I pulled up her account and I saw the same thing. Contact [PII] [PII] and his email was [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that what you saw? right? so.
[AGENT][NEUTRAL] Yes, that's, that's what I have.
[CUSTOMER][NEUTRAL] OK, so how can I update it for it to be her because before in the other website she was the one who went on.
[CUSTOMER][NEGATIVE] And, and did everything. [PII] is a partner at the law firm. He's not gonna go.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, um, so.
[CUSTOMER][NEUTRAL] Into the portal and she's a firm administrator mhm.
[AGENT][NEUTRAL] OK, um, we'll need to, if you can send an email to [PII] and requesting that the group contact be changed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To her and then they'll send her an email to access the portal.
[AGENT][NEUTRAL] Right, so we'll be able to update once we get it updated in our system, then we'll be able, then she should be able to access the um portal, but it has to match what we have and right now it's [PII], so.
[CUSTOMER][NEUTRAL] OK. OK, so.
[CUSTOMER][NEUTRAL] And, and let me ask you just out of curiosity what is like the turnaround time for care team right now when you send an email?
[AGENT][NEGATIVE] Um, right now I'd probably give it up.
[CUSTOMER][NEUTRAL] Is it taking a little longer than usual?
[AGENT][NEUTRAL] Yes, it'd probably take up to 3 days or so. Um, we can definitely look anything up right now, um, and help with that, but is there a specific um member that we can help with or?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, she just doesn't wanna be in trouble for paying the the invoice late, so that.
[AGENT][POSITIVE] Oh no, there won't, there won't be any issues there because we we realize we're, you know, taking over this new website we've had a lot of issues with the invoicing so that part won't be an issue at all so.
[CUSTOMER][NEUTRAL] OK, OK, no, and I had sent one for our office. I have someone who's being billed in, but I sent it Wednesday, so I guess I'll just wait till Monday and then if I don't hear back.
[AGENT][NEUTRAL] Yeah, it shouldn't be any later than that, um, you know, like I said we've, we've had some bugs and we're trying to work those out as fast as possible so the turnaround time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that's very weird.
[AGENT][NEUTRAL] Yeah, the turnaround time, just a little bit longer than normal, so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You know, so you're, you're loving your new busy life right and all these issues.
[AGENT][NEUTRAL] I, I just want to fast forward to when everything's fixed.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Right? I was like, I was like, yesterday I was on hold with you guys for an hour, one hour when I hung up.
[AGENT][POSITIVE] Oh no, my gosh, wow.
[CUSTOMER][NEGATIVE] And I called her and I was like, [PII], I won't let them cancel you, I promise you, but I cannot keep holding for them. This is ridiculous. I will try them tomorrow. I'm sure they're overwhelmed with calls. No, no, it's OK. I expected it because, you know, but that's the same thing I told her. I go, you have to go in with [PII], and then when it asks the zip code, it's his home zip code, not the office zip code.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Yeah, sorry about that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and so that's, so we've got [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, that's, let me see, hold on.
[CUSTOMER][NEUTRAL] Yeah, let me.
[AGENT][NEUTRAL] Everything has to match exactly so it would have to be.
[CUSTOMER][NEUTRAL] No, I know because when we did it in our off right when we did it in our office it was.
[CUSTOMER][MIXED] It was, yeah, we couldn't figure it out, and [PII] finally was like, we put the office zip code, but it wasn't working. And when he put his home zip code, it worked.
[CUSTOMER][NEUTRAL] So, OK, let me see what she has. Hold on, let me see the office it's pulling up um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh no, [PII] is actually their office zip code. OK, all right, but I'm just gonna tell her to wait and yeah, I'm just gonna tell her to wait and let them let you guys update it to make her just say that please update contact to [PII] and then she could add him as a user, right? Like we added in our office users.
[AGENT][NEUTRAL] And what about the phone number with you?
[AGENT][NEUTRAL] Yes, that's correct, but you will have to email the care team. I just want to make that [PII]fy that. OK, OK.
[CUSTOMER][POSITIVE] No, no, yeah, I'm gonna do that. Yeah, yeah, that 100%. OK. All [PII]. Thank you so much. Have a great day.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thanks you too bye bye.